advantage tour - business transformation, sydney
TRANSCRIPT
Derek LaneyHead of Product Marketing
Business Transformation: How To Stay Ahead of The Game in The Digital Age
@derektweets
app
soda machine
watch
phone
sensor
machine
thermostat
lightbulb
Behind every
Closed Lost by Region
and Product
Midwest Buildozer Tra...
Concrete Mixer
Concrete Pump
Concrete Pu...
Crankshaft $1,065,700
$274,900
$81,800
$527,900
$25,600
REGION PRODUCTSUM OF
AMOUNT
Midwest
Midwest
Midwest
Midwest
Energy consumption
Total annual consumptionEnergy Resources Time
Resourcesused
65%
Data allocated (GB)26 57 78 51 76 26 50 58
is a customer
The Internet of Customers
IoT
DataScience
Social
Mobile
Cloud
and
IIoT: Even Today’s Hottest Devices Are Tomorrow’s Legacies
IIoT: Even Today’s Hottest Devices Are Tomorrow’s Legacies
Data Science: Major Shift in Technology
Machine LearningUnlimited Computing PowerUbiquitous Data
Data Science: IQ uses Relationship Intelligence
Drive action with Relationship Intelligence
What to Prioritize
Who to Email
How to close more deals
Automatically collects all your
data to…
Data Science: Turns Devices into Experience
How Artificial Intelligence Will Make Technology Disappear (Rand Hindi, June 2015)
Customer Experience is The New Battlefield
36%2011
Companies expecting to compete mostly on the basis of customer experience.
89%2016
Mobile: Apps Turn To EcoSystems
The “Search” feature tells you something’s wrong
Tomorrow’s “app” is an add-‐on to a lexicon of APIs
Its dedicated UI is just a “serving suggestion”
Mobile: Platforms are Evolving
blog.xamarin.com/expand-‐your-‐apps-‐reach-‐with-‐googles-‐app-‐invites/dzone.com/articles/android-‐60-‐marshmallow-‐and-‐ios-‐9
Mattel Imagines the Future of Play
“Do what you do so well that they will want to see it again and bring their friends.”
Walt Disney
Behind every thing
Closed Lost by Region
and Product
Midwest Buildozer Tra...
Concrete Mixer
Concrete Pump
Concrete Pu...
Crankshaft $1,065,700
$274,900
$81,800
$527,900
$25,600
REGION PRODUCTSUM OF
AMOUNT
Midwest
Midwest
Midwest
Midwest
Energy consumption
Total annual consumptionEnergy Resources Time
Resourcesused
65%
Data allocated (GB)26 57 78 51 76 26 50 58
is a customer
The Internet of Customers
IoT
DataScience
Social
Mobile
Cloud
and
c.
IoTIoT
Thinking Like a Designer Not being a Designer
Future Nature – Evolution will not be televised
The Chau Chak Wing at UTS
Empathy - L’Oreal
CHOOSE A PARTNERPair up with someone near you One of the pair raise their hand
If you raised your hand CLOSE YOUR EYES NOWWe don’t want you to see the next slide !
How did you do ?Questions are the new answers..
Questioning - Mattel
Back in Your PairsCome up with as many ideas as possible
Come up with a new way to exerciseCome up with as many ideas as possible
Come up with a new way to exercise IN A CARCome up with as many ideas as possible
Come up with a new way to exercise using only a car headrest..in your original pairs come up with AS MANY IDEAS as possible
Which question generated the most ideas ?Questions we ask reflect the answers we get
1
2
3
Who can help ?
Rob CheyneDirector, Strategic Innovation [email protected]
Disruption pyramid
source: geoffrey moore - diagnosing disruption
Business Model
Operating Model
Infrastructure Model
Business Value Delivery Focus on DisrupKng inefficient Markets
Business Opera4ons Focus on People ProducKvity
Technical Opera4ons Focus on System Performance
The steps your customers go through in engaging with your companyCustomer Journey
Friction:
“Interactions that inhibit people from intuitively and painlessly achieving their goals”
WWW
Our Goal:
“Redesign the customer journey, reduce friction, make customers love interacting with us”
Methodology for collaborative re-invention
CollaborateDiscover Re-imagine
•organisational collaboration
•cultural alignment
•action not discussion
• friction & pain point focus
Discover Collaborate Re-imagine
Example Persona
Discover Collaborate Re-imagine
Discover Collaborate Re-imagine
Workshop OutputSubtitle text
Discover Collaborate Re-imagine
pain points
solution building blocks
orthodoxy busters
Discover Collaborate Re-imagine
Customer Journey
ShareOnboardAcquire Engage Try & Buy
Push notification
Real time try & buy
Content updateInstall
Beauty Advisor ReimaginedMakeup Genius is a Beauty Advisor in Your Pocket
Film
Customer Journey
ShareOnboardAcquire Engage Try & Buy
Push notification
Real time try & buy
Content updateInstall
Get Ready for a New Kind of Customer Success
IoTIoT
We want to help imagine your future
Talk with your account teams
Join our Success Communities
Talk to experts in the Product Area
thank y u